PENGARUH INOVASI PELAYANAN ADMINISTRASI MELALUI WHATSAPP (PANDAWA) TERHADAP KUALITAS PELAYANAN JKN PADA MASYARAKAT (STUDI DI BPJS KESEHATAN KANTOR CABANG PALEMBANG)

RAHMADINI, ANASTASYA NUR and Budiyanto, Muhammad Nur (2023) PENGARUH INOVASI PELAYANAN ADMINISTRASI MELALUI WHATSAPP (PANDAWA) TERHADAP KUALITAS PELAYANAN JKN PADA MASYARAKAT (STUDI DI BPJS KESEHATAN KANTOR CABANG PALEMBANG). Undergraduate thesis, Sriwijaya University.

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Abstract

This study was conducted to determine the influence of PANDAWA innovation indicator variables on JKN Service Quality in the community at BPJS Kesehatan KC Palembang City. The data analysis method used in this study is quantitative with a descriptive approach. The population in this study was all JKN participants who used PANDAWA services at BPJS Kesehatan KC Palembang and a sample of 100 people to be respondents in this study. The findings obtained in this study show that the five variables of innovation indicators, namely variable Relative Advantage (¬X1) partially obtained a significant value of 1,381 < 1,989 were declared to have no positive and insignificant effect on the JKN (Y) Service Quality variable. On the Compatibility variable (X2) partially getting a significant value of 0.005 < 0.05, the Complexity variable (X3) partially getting a significant value of 0.010 < 0.05, the Trialability variable (X 4) partially getting a significant value of 0.002 < 0.05 and the Observability variable (X5) partially obtained a significant value of 0.009 < 0.05 tested positive and significant effect on the variable quality of service (Y). In addition, together or simultaneously the PANDAWA Innovation variables (relative advantage, compatibility, complexity, trialability, and observability) on JKN Service Quality in the community at BPJS Kesehatan KC Palembang get a F count value of 233,710 and a Sig. F 0.000 < 0.05 then it can be concluded that the influence between variables together or simultaneously tested positive and significant. The factors that influence it are those that 91.8% come from the five independent variables of innovation itself and 8.2% come from external factors or other than the five variables mentioned earlier. Keywords: Relative Advantage, Compatibility, Complexity, Trialability, Observability.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Relative Advantage, Compatibility, Complexity, Trialability, Observability.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD45-45.2 Technological innovations. Automation T Technology > T Technology (General) > T61-173 Technical education. Technical schools > T173.8 Technological innovations T Technology > T Technology (General) > T173.2-174.5 Technological change > T173.8 Technological innovations
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Anastasya Nur Rahmadini
Date Deposited:	16 Mar 2023 02:04
Last Modified:	16 Mar 2023 02:04
URI:	http://repository.unsri.ac.id/id/eprint/90815

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